Application Support Engineer

5 days ago

Hyderabad, Telangana, India Impetus Career Consultants Private Limited Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Job Description :Responsibilities :

  • Diagnose and resolve complex application and product-related issues reported by users.
  • Conduct thorough root cause analysis and implement effective solutions.
  • Document troubleshooting steps and solutions for knowledge base development.
  • Provide expert-level support for our proprietary applications and products.
  • Assist clients with product usage, configuration, and best practices.
  • Collaborate with development teams to escalate and resolve complex product issues.
  • Adhere to ITIL best practices for incident, problem, and change management.
  • Manage and prioritize incidents based on severity and impact.
  • Ensure timely resolution and communication of incident status to stakeholders.
  • Provide Level 1, Level 2, and Level 3 support for hardware, software, and network issues.
  • Troubleshoot desktop and Windows operating system problems.
  • Support VPN connectivity and related issues.
  • Utilize SQL for data retrieval, analysis, and troubleshooting.
  • Manage user accounts and permissions in Active Directory.
  • Respond to and resolve help desk tickets in a timely and efficient manner.
  • Provide excellent customer service and maintain a professional demeanor.
  • Communicate effectively with US-based clients via phone, email, and chat.
  • Provide clear and concise technical explanations to non-technical users.
  • Diagnose and resolve issues related to windows operating systems.
  • Troubleshoot issues related to desktop applications.

Qualifications :

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in application/product1 support, technical support, or IT help desk roles.
  • Strong understanding of ITIL principles and incident management processes.
  • Proficient in troubleshooting Windows operating systems and desktop applications.
  • Experience with SQL for database queries and analysis.
  • Familiarity with Active Directory for user and group management.
  • Experience with VPN troubleshooting.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with US-based clients.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Ability to work in a WFO environment.

Preferred Qualifications :

  • ITIL certification.
  • Experience working in a US MNC environment.

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